JCU Library TalkBack Board

Noise in Mabo Library

2011-11-01T17:57:00.001+10:00

From the Suggestion Box

It's really inconvenient to focus during the construction work especially this swot vac week.Just wondering if there's any possibility to halt the works just for another few days.This will be a huge favour in terms of exam prep.

Library Response

We apologise for the disruptions to the study environment. It is not possible to suspend all building works during the exam period but we will remind the builders that students are using the building to study for exams and to minimise disruptive noise wherever possible.

You are encouraged to use areas of the buildings where the noise may be less disruptive including the 2nd or top floor and the western side of the building.

Best wishes for your exams.

Noise in Mabo Library

2011-10-27T15:53:00.000+10:00

From the Suggestion Box

Could the students study in the library for the exams at Townsville's library? NO, the construction workers are most annoying and significant impact on our studies through the examination period. Recently, lot of explosion, hammering, drilling and triggering off fire alarms does influence the students' study in the library. IT IS VERY HIGHLY recommended to stop the construction workers starting from next week until the exam finishes. There are no way for those students can study like this in most annoying environment. Please re-advise this issue to the project managers. It is more important for the students to study under 3-4 weeks than getting the library done in small time.

Library Response

We apologise for the disruptions to the study environment. It is not possible to suspend all building works during the exam period but we will remind the builders that students are using the building to study for exams and to minimise disruptive noise wherever possible.

You are encouraged to use areas of the buildings where the noise may be less disruptive including the 2nd or top floor and the western side of the building.

Best wishes for your exams.

New email system and library notices

2010-12-22T16:24:00.003+10:00

From the Suggestion Box:

As an offsite adjunct staff member, I am no longer able to have emails forwarded to another email account, nor to be read into a mail browser. This is a difficulty that pertains to the library in regard to email updates and reminders (but is probably an over-arching issue that you may like to forward to the IT folks). The SMS facility is a fantastic idea - however, it is currently non-operational (I have notified IT). This leaves remote-staff with a significant issue - and this is a backward step from the previous system. Two possible solutions: allow the library to send email reminders to non-JCU accounts for (adjunct) staff; allow forwarding or POP access to emails.

Library response:

Unfortunately POP is not supported in the new system, see: http://www-public.jcu.edu.au/libcomp/computing/email/faq/JCUPRD1_064333

A full list of FAQs in regards to the new mail system are available here: http://www-public.jcu.edu.au/libcomp/computing/email/faq/index.htm

Unfortunately you cannot forward your mail however you can access your JCU email via the staff web access portal from any computer from this link.

The reason for this is that one of the major benefits VCAC saw in adopting this system was for the University to move towards complying with the Federal and State laws regarding record keeping. This will be achieved under the new system’s ability to archive all incoming and outgoing staff email but it will be undermined if staff use other accounts - such as Gmail, Hotmail or Live@EDU - for their staff-related communications.

Unfortunately records in the library management system are updated from the human resources database, therefore it is not possible for us to send reminders to email addresses other than your JCU email address. I have spoken to the Lending Services Supervisor and she has advised that if you supply her with your mobile number she will test SMS notices with you to ensure you receive any reminders etc via SMS in the future.

Tourism Recreation Research Journal

2010-12-15T16:34:00.001+10:00

From the suggestion box:

Can we have a hard copy of tourism recreation research journal in the Cairns library too or can we have electronic access to this journal please?

Library Response:

Are you referring to Tourism Recreation Research? If so, as you noticed we have this in print in Townsville from 1977 - 2010. I have passed this query onto the Faculty Librarian for Law, Business and Creative Arts (Bronwyn Mathiesen) who will investigate online options and get back to you.

2010-10-07T17:35:00.002+10:00

From the Library Suggestion Box:

It would be helpful if you were open to 9.00pm every night of the week while there are problems for Student who live interstate and who are having problems logging into various JCU sites such as JCU ONLINE !

and

The library should have longer opening hours during the block mode period for students who are studying intensives

Library Response:

During semester the Mabo Library is open 82 hours per week including to 10:30 pm Monday to Thursday and 10 am to 5pm Saturdays and Sundays. In 2011 we will open the 24 hour Information Commons, providing students with a convenient, and attractive study space with computers, casual and group seating, copying and printing equipment, food and drink vending machines and student lockers for short term storage of laptops, etc. For more information go to http://www-public.jcu.edu.au/libcomp/library/JCUPRD1_059138

Alternative Return Boxes and Phone Queues

2010-10-07T17:29:00.001+10:00

From the Library Suggestion Box:

1. It would be very helpful if the library would consider having some alternative book return sites in Cairns. The campus being on the north side isn't easily accessible to those on the Southside. It's not always easy to get to the campus so having a few sites around the place would help library users and might mean you get your books back on time or sooner more frequently. I know the City Council has a library at Smithfield and allows you to return books borrowed from any library in the Council network to any other library within the network. Therefore a Council courier vehicle must be going within cooee of the JCU library. Why not start a partnership with them and tap into this already existing service.

2. I recently attempted to call the library to renew my books. The line was occupied when I called. I got a message telling me this and then got told the library opening hours... and then got cut off. I thought it would be far more user friendly if there was an option to wait on hold rather than just get cut off. I wouldn't have thought most other professional organisations would be able to get away with just cutting their customers off. Thanks otherwise have appreciated the services provided by the library staff and the range of books has been very helpful.

Library Response:

Thank you for your suggestions.

It is unlikely that the Library will be able to provide additional book return sites off the campus in the near future. Every year we work to provide optimal services to our clients within existing budgets. Any proposed new initiatives are carefully evaluated to determine value for money; and to assess the maximum benefit provided to the greatest number of Library clients. Consequently we are not in a position to allocate the resources necessary to provide alternative book return sites on the south side of Cairns. The current ‘book return’ chutes in the Library building are accessible to students 24 hours a day, 7 days a week.

A number of the Library phone services include the option for callers to leave a message if staff are busy with other clients. However this is not currently implemented at the Library Services Desk phone. The option for clients to wait 'on hold' for an available staff member during our opening hours is certainly worth investigating. The suggestion has been passed on to the Library Manager to determine if is technically possible and cost effective to implement within the existing JCU phone system.

Noise in the Library

2010-05-07T15:21:00.002+10:00

From the Library Suggestion Box:

Why is there a "silent zone" if nobody monitors people answering phones and talking. There are even library staff up here having a laugh. It is quite disruptive for people who come up here to get silence and finish off studies!

Library Response:

Thank you for you comments. We do understand how frustrating it is to be disturbed while you try to study. In fact Library staff do regularly monitor the silent area on the top floor of the Library Building. However it is not possible for staff to be there all the time. So if you experience problems please report the issue to the InfoHelp Desk on the first floor so that staff can respond. Your comment regarding noisy staff has been passed on the relevant supervisor; the silent zone policy does apply to all, staff and Library patrons alike.

Oceanography and Marine Biology: an Annual Review

2010-04-06T09:37:00.004+10:00

From the Library Suggestion Box:

Is it possible for us to get online access to the journal: OCEANOGRAPHY AND MARINE BIOLOGY: AN ANNUAL REVIEW This is a high ranking review journal for marine biology and online access to articles would be highly used by JCU staff and students. Many thanks.

Library Response:

We've passed this on to the liaison librarian for Marine Biology, and he's going to look into it.

Sometimes the resources we subscribe to are only available in print, which was the case for Oceanography and Marine Biology: an annual review. We're checking to see if this is still the case.

eJournals

2009-07-30T13:46:00.002+10:00

From the Library Suggestion Box:

I would like to request that we purchase electronic access to the Asia Pacific Journal of Speech, Language Hearing. I was very surprised today to find we don't have access to it.

Library Response:

Thank you for your suggestion. This has been passed onto the Faculty Librarian for Medicine, Health and Molecular Sciences who will investigate and contact you directly.

EndNote

2009-07-30T13:17:00.002+10:00

From the Library Suggestion Box:

Just starting an ENDNOTE WORKSHOP and i went to print off the old tutorial but it had VANISHED... I later found out that endnote is under resources and not training, and its not under E in the A-Z section. HELP please can you please make a list for ENDNOTE so its intuitively easy to locate? many thanks.

Library Response:

Your message highlights an unfortunate confluence of factors. The current library web site is a translation of the previous library site’s ‘information architecture’ squeezed into the constraints of the University’s web Content Management System’s rules. Restrictions were placed on the number of links we could have on the home page (there are very good design rules for this) and we had to force the numerous links we formerly used to have into four ‘super categories’. In addition the A-Z list is unable to list ‘index’ pages, like the Endnote home page, due to the way the CMS operates. Endnote could arguably sit under all four of our super categories, but design methodologies recommend against this, as you end up with every link under every heading effectively burying everything by overwhelming the user’s ability to parse the information presented.

Of course none of this helps you find Endnote on our site. In the short term we have made the changes necessary to have Endnote’s ‘about’ page listed in the A-Z which has links to the whole Endnote site. In the longer term are we are about to start a formal evaluation of the site with a view to redesigning it to overcome these issues. We will be consulting widely with our clients during the evaluation, the new design and the new design’s implementation and we encourage all our users send us the problems and successes they have had using the site.

Thank you for taking the time to provide this valuable feedback.

Computer Availability

2009-06-15T17:33:00.003+10:00

From the Library Suggestion Box:

I saw the post from April about the lack of reliability of campus computers. It is now June and this issue still has not been resolved. It is not uncommon for me to try to log onto 3 or 4 computers in both the library and building 17 before I find one that works. When can we expect a lasting solution to this problem?

Library Response:
IT&R have been investigating Vista related issues since March this year. Unfortunately they have had to await the release of SP2 for Vista from Microsoft.

This has been released in the past couple of weeks and IT&R have now updated the image with this service pack. The imaging process across Townsville and Cairns campuses is nearly complete and will be monitored to ensure that Vista functions as expected. This task will be ongoing across the semester break to ensure that we have reliable services returned for start of semester two.

Playing DVDs on Macs

2009-06-01T14:55:00.004+10:00

From the Library Suggestion Box:

Hi, Unsure if this is your area, several of the mac on campus (haven't tried all) are unable to play DVD's as the DVD region is not set on them. Is that for a reason or just something that has been missed? Can you please forward to the right area if this is not you. Cheers

Library Response:
There is a universal DVD player called VLC in the mac image. It looks like a witches hat in the dock. This application will run the DVD with the required region settings. Please get back to us if you need further assistance.

Wireless and NetAccess

2009-05-01T16:54:00.002+10:00

From the Library Suggestion Box:

The laptop network connectivity after the 'upgrade' is farcical... - wireless network drop outs are common (library building excepted). After a drop out computer reconnects, but often fails to grab dns settings. - opening (ie. https://jet.jcu.edu.au/jcu/portal/login?__dest=google.com.au/) takes ages. strangely if you use non secure version (http) it redirects back to https and displays a page in less than 30 seconds... - ... but then need to re-authenticate often. This is the most serious issue. In the last 15 minutes I was trying to check my banking, was de-authenticated 5 times and I gave up!! - this rises another issue: if you come to library and first thing you try is to open a https connection to, say, a non-jcu webmail. The page will not load, zonk, no information whatsoever. You load a non-https page like google, then you get a login portal, only then you can use secure connections. follow up on that: when browsing https pages and de-authentication occurs there is no notification, while normal connections cause the authentication page to pop up. - closing a popup displaying connection status (which by the way is normally not allowed by firefox) logs you out of the network. Why? Who cares about seeing 400Mb quota left (which is not updated live anyways)? It doesn't give information that you have been logged out either. really pointless. - having a 'jcu network' wigdet/gadget which allows login/quota checking would be awesome. Regards Marcin PS: i got logged out of the network twice while writing this post (was watching ping google.com in the background). epic fail.

Library Response:

Information about the NetAccess system can be found at http://www.jcu.edu.au/netaccess

The purpose of the NetAccess pop up is so that users are aware that they are authenticated for off net access and will not accidentally incur quota usage, hence closing the pop up ends your NetAccess session. The pop up also informs users of their remaining balance at the beginning of their Internet session so they are aware of how much quota they have left to use. If a user is being constantly de-authenticated it is most likely that either another site is opening a pop up and replacing the NetAccess window, or that a browser plug in is interfering with the pop up (closing it or forcing it to refresh) A possible solution to this is to authenticate using one browser then browse with another. (e.g. Auth using IE then browse with FireFox)

As for wireless connectivity dropping out, especially if only happening in some locations first check the coverage maps at http://www.jcu.edu.au/old_library/Wireless/coverage.shtml and make you are in a wireless coverage zone. If signal strength is low try moving closer to the centre of the areas marked as covered. Since this is the only report of connectivity issues we have received, there may also be an issue with the wireless drivers on your laptop. You should try grabbing the latest version of the wireless drivers from your laptop manufacturers website and see if this improves connectivity.

Computer Availability

2009-04-30T14:32:00.003+10:00

From the Library Suggestion Box:
On Wednesday the 29th there were no computers available in the library. Numerous computers were not working. This is three days after the problems over the weekend and at a time that many students are trying to put in assignments. More resources need to be put to this important area, Stress levels are elevated and this affects learning.

Library Response:

We are aware there is an issue with PCs and Vista. We are investigating a solution but for now we can only keep on top of the problem by re-imaging as we become aware of a PCs exhibiting symptoms. We take action on those as soon as we become aware of them. This situation was aggravated by the unscheduled power outage on Sunday 26 April. We have now instigated a procedure whereby checks are performed each week-day morning and suspected problematic PCs are visited and repaired. This does not mean we can get to all PCs are some may fail subsequent to the morning process. If too many resources are offline by the close of business we will be carrying out the same procedure at that time as well. We can offer the alternative sites of DA10-001, DA2-104 and DG258-008 (Mac labs) as Macs are not suffering with this issue and these labs are only lightly booked (DA10-001 is not booked at all but also has 2 PCs in it).

2 Day Loan Late Return Fees

2009-04-28T16:13:00.002+10:00

From the Suggestion Box:

Fines need to be reviewed. $10 fine for overdue 2-day loan items when no one has requested the item is over the top. Fines should only be issued if the item has been requested.

Library Response:

All overdue library items attract fines. 2 Day loans in particular are usually high use textbooks and need to be returned on time to enable fair use. It is possible to renew loans, including 2 day loans, online if they have not been requested before the due date. Otherwise it is necessary they be returned on time.

Check out this link for more information on fees and penalties.

Electronic Document Delivery Request Payment Form

2008-11-19T10:13:00.005+10:00

From the Suggestions Box:

To whom it may concern,

In regard to the Electronic Document Delivery Request Payment Form, the fax no. for Cairns is incorrect - it should be 07 4042 1026

Library Response

You're absolutely right. Well spotted, and thanks for letting us know. We've fixed that now, so the form should have the correct fax number for Cairns.

Thanks.

Noise in the Library

2008-11-06T14:17:00.003+10:00

From the suggestion box:

I like the JCU Cairns campus library a lot. However, it seems as though there has recently been an decrease in literacy amongst the student population here. People seem to be unable to read the 500+ signs that are put directly in their faces which read "no mobile phones" and "no talking", proceeding to walk around the library talking loudly on their mobile phones! It is infuriating, especially during exam time. The worst area is the stairs - it's a commonly assumed by a lot of people that you cannot be heard in the stairwell. In fact, the stairwell acts to amplify all conversation, distracting everyone sitting near it (notably the second floor computer cubes). Both myself and other students are getting sick of telling these people to be quiet! I think something else needs to be done.

Library response:

Thank you for you comments. In response, we have placed signage in the stairs leading to the top floor. We hope your fellow students take heed and remember to be quiet. If noise continues to be an issue on Level 2 in the Cairns Library, please go to the staff on the Infohelp desk on level 1 for assistance.

Email Issues

2008-10-13T11:06:00.004+10:00

From the Suggestion Box:

Im sure you have received many email however what is happening to the email. I am currently located overseas and am not able to access my email althought I had no trouble yesterday. Through these pathways is my only access to JCU. When will it be back up?

Library Response

There was a problem with the email service following an update. ITR contacted Mirapoint support and the problems should now be resolved. If you are still experiencing difficulty with accessing your email you should contact InfoHelp on 4781 5500

UpToDate Online

2008-10-13T09:53:00.003+10:00

From the Suggestion Box:

I am one of the medical students who is usually located in Mackay. The Uptodate database is a wonderful resource and is very commonly used throughout Queensland Health. It is also used frequently internationally as well. JCU has medical students who are located permentenly in many places which cannot access the Uptodate database as they are technically not on the townsville or cairns campus. It would be increadbly helpful to access this service off campus as this is a very common databases that consulants will say say go look up "..." on Uptodate.

Library Response

This question has been referred to our liaison team for the Faculty of Medicine, Health and Molecular Sciences, who will respond directly to the person who has submitted the suggestion.

UpToDate Online is a Current Awareness services that provides the most up to date information on various medical and health topics. It is currently available on campus only, as it is a site specific license.

Library & Computing Website

2008-10-06T12:21:00.011+10:00

From the suggestion box:
What happened to the new look Library and Computing page?

Library Response:

The complexity of the library website and its integration with externally hosted services led to some unforeseen problems which prevented it publishing completely from the University’s CMS. We are working through these issues with the assistance of IT&R and expect to launch the new site shortly.

Recycled Paper

2008-09-25T09:05:00.004+10:00

From the Suggestion Box

I was reading suggestions and noticed that you believe recycled paper is more expensive than normal paper. I've found in most supermarkets, for example woolworths that Recycled paper costs the same amount as regular paper. Surely it would be possible to get bulk packs of this paper from suppliers for the printers at JCU. Thankyou.

Library Response

Thanks for your suggestion. The situation since the last response on the email suggestion box in April has not changed. The Cairns Library currently has one photocopier, on the top floor, using recycled paper. Thus students do have the option of choosing to photocopy on recycled paper. Unfortunately at this point in time recycled paper is more expensive from the University's preferred supplier for us to purchase. So it has not been possible to introduce recycled paper across all printers and copiers without increasing the cost to students; we try to keep the cost of printing and copying as low as possible.

However we do have sympathy for environmental issues and regularly review our supply of consumables such as paper. Printing and photocopying for students in 2009 is presently being reviewed so it is possible the situation could change in the future. We will take your suggestion board in reviewing printing and photocopying for 2009.

Printing

2008-09-17T08:59:00.003+10:00

From the suggestion box:

printing is very expensive

Library response:

The existing price is in line with other universities, for instance QUT charges 10 cents per page. The copying and printing service is currently under review and there may be a price decrease in 2009.

Lighting

2008-09-11T11:13:00.006+10:00

From the Suggestion Box:

I love the JCU Cairns library, it's great.  I have one small request:  Is there any way to improve the lighting on the top floor desks?  They aren't so well lit... I know other libraries have desks with lamps on them, which are usually easier on the eyes for reading.  It gets hard to read at night, especially at the computer desks.  Thank you.

Library Response:
Thank you for the positive feedback. There are currently a number of light globes requiring replacement above the computer desks on the top floor of the Library Building in Cairns. We have asked the Facilities Management staff to replace the globes as a matter of urgency. This should resolve the issue and improve the lighting in that area of the building. However Library staff will continue to monitor the situation, and investigate alternative solutions if necessary.

Noise in the Library

2008-09-08T09:22:00.003+10:00

From the suggestion box:

Could somebody PLEASE monitor and enforce regulations on noise in the library? People seem to be allowed to greatly disturb other students by freely holding loud conversations and phone calls. I would like to see the library able to be used as a place of study and research, and far less as a social venue.

Library response:

The library endeavours to provide quiet study spaces for students. The Eddie Koiki Mabo Library (Townsville) has a TOTAL SILENCE ZONE along the southern wall on the top floor of the building. This zone has been established for those students who want absolute silence while studying.

Conditions of access for these areas are: No mobile phones; No children.

Other areas in the Library are for group study and quiet conversation, including the Eastern and Western discussion rooms on the top floor and the "Coffee Friendly Zone" located on the ground floor adjacent to Copying Services. All areas are clearly marked on the Library floor plans.

It is very difficult for library staff to constantly monitor all areas of the library, so we ask that students are courteous, considerate and use their common sense while in the Library. Library staff will deal with specific complaints of noise or inappropriate use of the library in accordance to library policies.

This is an issue that we hope to address better with the redevelopment of the Eddie Koiki Mabo Library.

Google Chrome Browser

2008-09-06T15:36:00.001+10:00

From the suggestion box:

Hi, I just wanted to suggest that it might be a good option to install the new Google Chrome Browser in the computers as it seems to have good security and more speed. Thanks

Library response:

IT&R provides three choices for students when it comes to web browsers in our General Access and Teaching Labs. Students are free to choose from either: Internet Explorer (PC only), Firefox (PC or Mac) or Safari (Mac only). We believe that the three currently available browsers are sufficient to meet the needs and demands of the student population and there are no plans at this stage to increase that number.

Google Chrome Browser is a very new product and the IT community have already discovered and exploited security vulnerabilities in its design. There are also some architectural problems with the software that the developers will need to address and overcome before JCU even considers it safe and suitable for inclusion in our GATCF desktop image.